Customer Service - Reed : Job Details

Job Title: Customer Service Representative

Job Type: Permanent

Salary: £22,500

Location: Liverpool

I am working exclusively with a business based in Liverpool who are seeking a Customer Service Representative, who will serve as the first point of contact for our customers during service issues or faults. This role is vital in providing first-level support, managing support tickets, and ensuring high levels of client satisfaction through effective communication and problem-solving.

Not only is this company the UK market leader in their field, their competitive salaries, onsite parking, flexible working hours with an unrivalled benefits package; is simply not an opportunity you would want to pass up on!  

Day to Day of the role:

• Provide telephone and ticketing first-level customer support and triage support tickets to the relevant support teams/functions
• Assess the impact and urgency of tickets, gathering appropriate information for the type of Incident/Request
• Ensure the resolution of all customer issues, keeping customers updated within agreed SLAs and resolving issues quickly and efficiently
• Support continuous improvement of team processes and customer experience
• Escalate incidents/requests that cannot be resolved within agreed timescales, maintaining ticket management and customer communication throughout
• Communicate proactively and accurately to customers on incident and request ticket progress
• Act as a central point of contact between the customer and the service desk, providing an interface for other functions such as Change Management and Incident Management
• Maintain clear communication channels with subcontractors, internal teams, and clients, providing regular updates on service desk performance
• Collaborate closely with subcontractors to ensure alignment with service desk standards and procedures, fostering strong working relationships

Required Skills & Qualifications:

• A passion for delivering exceptional customer service
• Excellent communication skills, both written and verbal
• A positive growth mindset and highly motivated
• Energetic team player with the ability to work in a highly pressurised environment
• Understanding of IT Service Management methodology
• Previous experience in a customer service role
• Working knowledge of Microsoft Office suite, particularly Excel and Outlook

Benefits:

• Competitive salary
• Generous benefits package
• Opportunities for professional growth in a diverse and inclusive environment
• Empowering workplace culture that encourages collaboration and innovation

Sound like the next career move? If so, apply for the below to be considered; alternatively, reach out to Craig Kennerdale directly to hear more about this fantastic opportunity.